In a March 2010 Techlife column, we celebrated with you the reader how RDRR Labs was named a Top Android Developer by Google. A few notes on this; RDRR Labs is a two person team including myself and a friend. Google’s definition of “top” was more than 3.5 stars and at least 5,000 downloads. Nice qualifications. But to us that was not “top” yet. At that time our most popular app, Timeriffic had just under a 4.5 rating and near 10,000 downloads and was available in a few languages.

We made an effort to improve. We added more languages, today we have eleven. We have added features and listened to our users and today have more than 50,000 downloads. Best of all we have increased our app’s rating to 4.56 stars and rising. And lastly we have gone on a customer service campaign and this is where the real magic has happened.

Our app is free. We don’t need to listen to anyone. We want too. To listen even better, we have a developed an easy error reporting tool to help us answer our users questions. And that’s where things get interesting.

A user reported our app was broken and would not work on his new Droid X. I should add his tone was more like we had stormed into his home, taken his Droid X and crushed it under our foot. In other words; he was mad. We tried a few calm replies suggesting various options to him. 20 emails later, the app was still not working. Now admittedly we didn’t have a Droid X. Could it be this one phone actually didn’t like our app? It was worth finding out.

Techlife reader to the rescue! I sent a quick message to a loyal reader who had just been bragging about her new Droid X. She was happy to see if the app worked. She installed it and reported back it was great. I thanked her and now was really stumped. How could our app be showing errors so different from what was expected? I took another crack, with a long email detailing the steps our loyal reader had taken and how the app worked great. The email I got back was the key to the whole mystery.

Our efforts are exactly what you can do when getting or giving help. Stay calm. Look carefully at the problem from the user’s side and above all don’t give up. The email we got back detailed the issue and talked about a specific feature. A feature we didn’t offer! It was then I realized he wasn’t using our app at all! A quick exchange and he replied how happy he was we had solved his problem. Case closed.